ITIL V3 Service Lifecycle Inputs & Outputs

ITIL V3 Service Lifecycle

Key Inputs and Outputs

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ITIL V3 Service Lifecycle Inputs & Outputs
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 ITIL V3 Service Lifecycle Inputs & Outputs
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ITIL V3 Service Lifecycle Inputs & Outputs Table of Contents

Service Strategy Service Design Service Transition

Service Strategy Service Design Service Transition
Define Market Define Offering Catalog Service Level Change Configuration

Strategy Creation

Execution Prep Define Assets Capacity Availability Release Evaluation

Portfolio Demand Continuity Security Testing Transition Support

Risk Financial Supplier Knowledge

Service Operation Continual Service Improvement

Service Operation Continual Service Improvement
Incident Request CSI Model PDCA

Problem Access 7 Step Method Measure & Report

Event

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ITIL V3 Service Lifecycle Inputs & Outputs Service Strategy
Money, Services, Strategies, Customers, Economy, Opportunities, Patterns of Business Activity, User behavior, Capabilities, Resources, Constraints, Conflicts, Customer
assets, Customer Assets; Customer Outcomes / Wants / Needs

Inputs

Strategy Creation

Define Market Define Offering Identification of Market space, Outcome-based

Value creation, Decision on investments, Asset- Identification
definition of Market
of services, Matchingspace, Outcome-based
of Service portfolio to
Value creation, Decision on investments,
Services,Asset- definition of services,
based Services,
basedofServices,
Utility-based market space, ServiceMatching
Portfolio of ServicePipeline,
(Service portfolio to
Identification businessUtility-based Services,
outcomes, Understanding market Catalogue,
Service space, Service Portfolio
Retired (Service
Services), Pipeline,
Business
Identification
of customers,of understanding
business outcomes, Understanding
of opportunities Service Catalogue, Retired Services), Business
of customers, understanding of opportunities cases, Identification of risks, Pricing, Lines of
cases, Identification
Serviceof(LOS)
risks, Pricing, Lines of
Execution Prep Define Assets Service (LOS)
Strengths, Weaknesses, Distinctive Competencies,
Strengths,
Business Weaknesses, Distinctive
Strategy, Threat Competencies,
and Opportunities,
Business Strategy, Threat and Opportunities, Closed-loop system, Service Design Requirements,
Prioritization of Investments, Critical Success Closed-loop
Service system,
Transition Service Design
Requirements, Requirements,
Service Operation
Prioritization of Investments,
Factors Critical Success Service
Factors Requirements, Perspective, Position, PlanOperation
Transition Requirements, Service and
Requirements, Perspective,
Pattern Position, Plan and
Pattern

Portfolio Demand Core Service Packages; Service Level Packages;

Inventories; Business Case; Service Portfolio;
Inventories; Business Case; Service Portfolio; Core Service
Lines Packages;
of Service, VerifiedService
PatternsLevel Packages;
of Business
Authorization; Value Proposition; Prioritization;
Authorization; ValueResource
Proposition; Prioritization; Lines of Service, Verified
Activity, Patterns of Business
User Profiles
Communication; allocation
Communication; Resource allocation Activity, User Profiles

Risk Financial
Service Valuation, service provisioning optimization,
Contract risk, Design Risk, Operational Risks, Service Valuation, service provisioning
Contract planning confidence, service investmentoptimization,
analysis,
Market Risks,risk, Design
Service Risk, Operational
Provider Risks,
Risks, Transfer of planning confidence, service investment analysis,
Market Risks, Service Provider Risks, Transfer of accounting, budgets, charges, fees, compliance,
Risk accounting, budgets, charges, fees, compliance,
Risk service provisioning models
service provisioning models

Outputs

Perspective (Value), Position (Policies), Plans, Patterns of Action, Service Valuation (Provisioning Value); Demand Models; Service Portfolio; Service Provisioning Optimization
(SPO); Operating and Capital Plans; Regulatory and Environmentally-rated Plans; Service Investment Analysis; Compliance; Variable Cost Dynamic

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ITIL V3 Service Lifecycle Inputs & Outputs
Service Design
Service Strategy; Corporate visions, strategies, objectives, policies and plans, business visions, strategies, objectives and plans, including Business Continuity Plans (BCPs),
Business information from the organizations business and IT strategy, plans and financial plans, Business Impact Analysis, changes to service requirements, Business
requirements, Service Portfolio, CMS, Feedback from all other processes, Service Level Requirements, Business information: business strategy, financial plans, Business
Impact Analysis: impact, priority, risk and urgency, The Service, Customer and user feedback and comments

Inputs

The documentation and agreement of a definition of Catalog Service Level Business information: business strategy, financial
The documentation Business information:
Impact business
Analysis: strategy, financial
the service, Updates and agreement
to the of a definition
Service Portfolio: Statusof plans, Business impact, priority,
the service, Updates to the Service Portfolio: Status plans,
risk and Business
urgency, Impact Analysis:
The Service impact,
Portfolio, priority,
Pipeline
of all services and requirements for services, The
of all servicesService
and requirements risk and urgency, The Service Portfolio, Pipeline
Catalogue for services, The and Service Catalogue, Change information:
Service Catalogue forwardandschedule
Service Catalogue,
of changes,Change information:
CMS, Customer and
forward schedule of changes, CMS,
user feedback and comments Customer and
user feedback and comments

CMS, Capacity Plan, Service performance Capacity Availability The Availability Management Information System
CMS, Capacity
information Plan,Workload
and reports, Service performance
analysis and The Availability
(AMIS), Management
The Availability Plan,Information System
Availability and
reports, Ad hoc capacity andWorkload
information and reports, analysis
performance and
reports, (AMIS), The Availability Plan, Availability
recovery design criteria and proposed, service and
reports, and
Forecasts Ad hoc capacity
predictive and performance
reports, Thresholds,reports,
alerts recovery
targets fordesign
new orcriteria andservices,
changed proposed, service
Service
Forecasts and predictive
and events,reports,
CDB Thresholds, alerts targets reliability
availability, for new orand changed services,reports
maintainability Serviceof
and events, CDB availability, reliabilityComponent
achievements, and maintainability reports of
availability
achievements, Component availability

Service continuity and recovery plans, ITSCM policy Continuity Security Security Management Policy, Security
Service continuity
strategies , ITSCMand recovery
plans plans, Response
, Emergency ITSCM policy Security
Management Management
Information Policy,
System Security
(SMIS), Revised
strategies
Plan, Damage , ITSCM plans , Plan
Assessment Emergency Response
, Salvage Plan , Management
security Information
risk assessment System
reports, (SMIS),
Security Revised
controls,
Plan, Damage Assessment Plan , Salvage
Vital Records Plan, Crisis Management and Public Plan , security risk assessment reports, Security controls,
Audits and audit reports, Security test schedules
Vital Records
Relations Plan, Crisis Management
Plan, Accommodation and Plan
and Services Public
, Supplier Audits
and plans,and audit reports,
Security breachesSecurity test schedules
and major Incidents
Relations Plan, Accommodation
Security Plan and Services Plan , and plans, Security
reports, breaches
Supplier and
security major Incidents
policies
Security Plan reports, Supplier security policies

The Supplier and Contracts Database (SCD),

The and
Supplier Supplier and performance
contract Contracts Database (SCD),
information and
Supplier
reports, and contract
Supplier andperformance information
contract review meeting and
reports,Supplier
minutes, SupplierService
and contract review meeting
Improvement Plans
minutes, Supplier
(SIPs), Service
Supplier Improvement
survey reports Plans
(SIPs), Supplier survey reports

Outputs

Service Design Package: Requirements, Service Design. Organizational Readiness Assessment, Service Lifecycle Plan

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ITIL V3 Service Lifecycle Inputs & Outputs
Service Transition
Service Design Package: Service definition; Service structure; Financial/economic/cost model, resources, escalation procedures and critical situation handling procedures,
Design and interface specifications, Release design, Deployment plan, Acceptance Criteria, Policy and strategies for change and release; Request for Change; Change
proposal, Plans change, transition, release, deployment, test, evaluation and remediation, Current change schedule and PSO, CMDB, release package, baseline, Test
results, test report, Change requests, purchase orders, acquisitions and service requests.

Inputs

Rejected RFCs, Approved RFCs, Change to the Change Configuration

Rejectedservice
services, RFCs,orApproved RFCs,resulting
infrastructure Changefrom
to the
services, service or infrastructure resulting from SACM provides input to all ITSM processes;
approved RFCs, CI, Change schedule, Revised SACM provides
approved RFCs, CI, Change Assets, CMDB, Auditinput to allIdentification
reports; ITSM processes;
of CIs
PSO, Authorized change plans, schedule, Revised
Change decisions Assets, CMDB, Audit reports; Identification of CIs
PSO, Authorized
and actions, change
Change plans, Change
documents decisions
and records,
and actions,
ChangeChange documents
Management and records,
reports
Change Management reports

Release and deployment plan, Completed RFCs for Release Evaluation Service Portfolio , Service package, Service
Release
the and deployment
release plan, Completed
and deployment activitiesRFCs for Service Portfolio , Service package, Service
the release and deployment activities with Acceptance Criteria; Test results and report;
Service notification, Updated service catalogue Acceptance Evaluation
Criteria; Test results and report;
report
Service
the notification,
relevant Updated
information about service
the newcatalogue
or changedwith Evaluation report
the relevant
service, Newinformation
or changedabout the Management
Service new or changed
service, New or changed Service Management
documentation
documentation

Configuration baseline of the testing environment, Testing Transition Support Policies, processes and practices; service provider
Configuration
Testing carried baseline of theoptions
out (including testingchosen
environment,
and Policies, processes
interfaces and practices;
(SPIs), Roles service provider
and responsibilities,
Testing carried
constraints out (including
encountered), Results options chosen
from those and
tests, interfacesresource
Transition (SPIs), Roles andand
planning responsibilities,
estimation,
constraints encountered), Results from those
Analysis of the results, e.g. comparison of actual tests, Transition
Transition resourceand
preparation planning and
training estimation,
requirements,
Analysis
results with of the results,
expected e.g.risks
results, comparison ofduring
identified actual Knowledge Transition preparation
The release and training
and change requirements,
authorization,
results with expected
testingresults, risks identified during
activities The release
Management and changeTransition
Information, authorization,
Plan
testing activities Management Information, Transition Plan

Service Knowledge Management Base

Service
Service Knowledge
Operation andManagement Base
Operations Staff
Service
Problem OperationStaff
Management andand
Operations Staff
Transition Staff
Problem Management Staff and Transition Staff

Outputs

Approved service release package and associated deployment packages, Updated Service package, Updated Service Portfolio and service catalogue, Updated contract
portfolio, Documentation for a transferred or decommissioned service.

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ITIL V3 Service Lifecycle Inputs & Outputs
Service Operation
Networks or computer operations , CMDB, Response from Incident matching against Problems and Known Errors, Resolution details, Response on RFC to effect resolution for
Incident(s), SKMS, SLA, OLA, UC, Service Catalogue, Design, Operational procedures, Incident details sourced from (for example) Service Desk, networks or computer
operations, Configuration details from the Configuration Management Database (CMDB), Response from Incident matching against Problems and Known Errors, Resolution
details, Service Desk, Incident Management

Inputs

RFC for Incident resolution; updated Incident record Incident Request

RFC for Incident
(including resolution;
resolution and/orupdated Incident record
Work-arounds),
(including resolution and/or Work-arounds), Self Help systems, Standard Operating
Resolved and closed Incidents, Communication to Self Help systems,
Procedures, Standard
Approvals, Operating
Changes
Resolved
Customers,and closed Incidents,
Management Communication
information (reports) to Procedures, Approvals, Changes
Customers, Management information (reports)

Problem Access
Management Information, Problem Records , KEDB, Management Information; Confidentiality, Integrity,
Management
Work-aroundInformation, ProblemManagement
, RFCs to Change Records , KEDB, Management
Assess Information;
to Information, Confidentiality,
Identity; Integrity,
User information
Work-around , RFCs to Change Management Assess to Information, Identity; User information

Event

Incident Management, SNMP messages, which

areIncident Management,
a standard SNMP messages,
way of communicating which
technical
are a standard
information about way of communicating
the status of componentstechnical
of an
ITinformation about
Infrastructure, the status of
Management components
Information of an
Bases
IT Infrastructure,
(MIBs) Management
of IT devices, Informationtools
Vendors monitoring Bases
(MIBs) of IT devices, Vendors monitoring tools
agent software
agent software

Outputs

RFC for Incident resolution; updated Incident record (including resolution and/or Work-around)
Resolved and closed Incidents, Communication to Customers, Management information (reports).

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ITIL V3 Service Lifecycle Inputs & Outputs Continual Service Improvement
Business Requirements, SLAs, OLAs UCs , Incidents, CFIA, FTA, Management of Risk, AMIS, Application Sizing, Change Model, Change schedules , CMS, Security Policy,
Cost Model, Service strategy plans, AM Plan, Configuration Plan, Problem reviews, Modelling, CMIS, PSO

Inputs

CSI Model PDCA Improved employee morale, New changed

Business vision, mission, goals and Improved
Business vision, mission, goals and services,employee morale,
More effective andNew changed
efficient
objectives, Baseline assessments, services, More effective and efficient
objectives, Baseline assessments, processes, Customer satisfaction, Business
Measurable targets Service & process processes, Customer satisfaction, Business
MeasurableMeasurements
targets Service&&metrics,
process results
improvement, results
improvement, Measurements
Current state, Future state, Roadmap& metrics,
to the
Current
Future state,
state, Future state,
Achievement Roadmap
KPIs, to the
Action Plans
Future state, Achievement KPIs,
for continuous improvement Action Plans
for continuous improvement

7 Step Method Measure & Report Process and Service oriented Key
Required measures, realistic measures, Process and Service oriented Key
Required Performance Indicator, Critical Success
Collectedmeasures, realistic
data, statistical measures,
analysis, Performance Indicator, Critical Success
Collected data, statistical analysis, Factors, SLA Reports, SCD Reports, AMIS
Improvement alternatives, recommendations, Factors, SLAReports,
Reports,Evaluation
SCD Reports, AMIS
Improvement alternatives, Report, CDB Reports
action plansrecommendations, Report, CDB Reports, Evaluation Reports
action plans

Outputs

Service Management process recommendations, Audits, Reports, Updated Availability and Capacity Plans, Monitoring procedures, Identified tools to use, Monitoring plan,
Input on IT capability, Collection of data, Agreement on the integrity of the data, Improvements to Service Management, Services and Processes

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